Troubleshooting
What to do when EasyScreenViewer doesn't behave the way you expect. If your situation isn't covered here, contact us with your FSM accountId and a screenshot of any error message.
On this page
License invalid — wrong account#
The license you pasted is real and signed, but it was issued for a different FSM tenant. Most often this means the wrong key got pasted during install — e.g. if you operate two tenants and used the staging key on production.
Fix:in FSM, edit the extension's install parameters and paste the correct license key for this tenant. If you only have one license and aren't sure which tenant it was issued for, contact us — we can look it up by license ID and confirm.
License invalid — invalid signature#
The license key got modified after we sent it to you. This usually means a stray character was added or removed when copy-pasting from email (e.g. an extra space, or the last character cut off).
Fix:re-copy the key from our email — select the entire string carefully, with no leading or trailing whitespace, and paste it back into the install parameters. If you don't have the email anymore, contact usand we'll re-send the same license.
License expired#
Your contract end date has passed.
Fix: contact salesto renew. Once we issue the new license, paste it into the extension's install parameters and reload FSM Shell.
License revoked#
We've revoked this specific license — usually at the customer's request after a suspected leak, or as part of a contract change.
Fix: contact us. If you were issued a replacement license, paste it in. If you weren't expecting the revocation, we'll dig into what happened.
License missing#
The extension can't read a license key from its install parameters. Usually this means the field was left blank at install, or it got cleared during a manifest update.
Fix:in FSM, open the extension's install parameters and confirm the License Keyfield is populated. Paste your key if it isn't.
Couldn't reach the licensing service#
Your FSM Shell can't reach our license validation endpoint at the moment. The extension falls back to the last successful validation for up to 24 hours, so you may not see this immediately.
Fix: click Retry on the modal. If it keeps failing, check whether your network blocks outbound traffic to s4lite-esv.vercel.app; some corporate firewalls require adding it to an allowlist.
I expected a feature and don't see it#
EasyScreenViewer hides the screen types your license doesn't include. For example, on a Single (UDO) license, the Standard and SAP screen types won't appear; on any non-Complete license, Custom screens are hidden.
Fix: check which SKU you bought (see your purchase email). If you want to upgrade, contact sales — we issue a new license with the broader entitlements; you paste it in and the screen types appear.
I just renewed but the old expiry still shows#
After we issue your new license, you need to paste the new key into the extension's install parameters. The old key will keep showing the old expiry until you replace it.
It worked yesterday, now it doesn't#
If nothing changed on your side, the most likely causes are: contract expired overnight; license was revoked; or our validation service is unreachable.
Fix: read the message on the blocking modal — it tells you which case applies — and follow the section above for that case.